Blog

This year will prove to be a strong year for the cloud industry. My six predictions for 2014 are below:Moving to the Cloud: In the UK, early adopter companies started their movement to the cloud in early 2010 and 2011. Companies across all industries and sizes are now adopting the cloud as standard. Nearly every IT RFP...

High attrition rates are pervasive and costly. In January 2013, Call Center Times reported “it is common for attrition rates to reach around 30% annually.” The cost of an agent quitting within the first 90 days is an estimated $30,000. Two keys to reduce attrition rates include 1) being clear with agents about performance expectations and 2)...

We all know that Santa’s elves build the toys, bake the cookies, and prep the sleigh, but they also spearhead another critical aspect of North Pole operations - wish management. Never heard of it? Well it’s a trendy new term the elves are using to describe their role on the front lines of Santa’s Wish Center, the centralized...

In my last post I discussed offering choices to your customers. Here’s my second best practice that will accelerate in 2014: let the customer direct your queues. These days it’s much easier to make adjustments to queue workflow, regardless of channel. If the change isn’t simple for your contact center, we need to talk! The cloud makes is...

The perennial problem for outbound call centers has been the dropped call. According to our recent study, 49% of respondents hang up when they hear a delay or pause when answering the phone from an unfamiliar number. For call centers, this can mean a huge hit to their call efficiency, and to their bottom line. Today’s leading outbound...

As 2013 winds down, I’ve been reflecting about what we’ve seen change with customer care over the course of the year that will have impacts into 2014. Over the next few weeks I’ll share three best practices that have gained traction and relevance this year and I expect to continue into 2014. The first best practice: offer...

Weight loss innovator, SENSA, provides products that promote a healthy lifestyle and assists customers with appetite suppression. As a direct-to-consumer company, SENSA must provide a stellar customer experience to ensure customer retention, which includes quickly respond to customer inquiries. After adopting the NICE CXone solution, SENSA saw significant results in both agent performance and customer retention: Reduction in agent...